YOU HAVE YOUR SAY

Here are responses to our report on how Santander dismissed complaints by fraud victims - some of whom lost life savings — in just a day...

A year ago, I got what seemed like a genuine text from my bank. But when I went into the branch, I was told it was fake and to ignore it.

Staff didn't show any interest in investigating further. It's so easy to get caught out that I avoid any transactions online.

C. R., Shrewsbury, Shrops.

Banks have encouraged people to use online banking so they have a duty to do better when it comes to fraud. They should be one step ahead, not behind.

D. D., Chelmsford, Essex.

It's easy to blame the banks, but what are they meant to do when people authorise payments?

We need to take responsibility for our actions. When you get a random call, think: why is this firm asking for my bank details?

K. L., Newcastle.

The company I work for takes security seriously.

Each month, it sends out a convincing fake email with a link to a free coffee or asking you to update your details so people get used to spotting them. Maybe banks and internet providers need to do the same.

C. P., Glasgow.

If anyone calls you saying there is a problem with your account, tell them to freeze it immediately and that you'll visit your local branch as soon as you can. That way you can be sure you're not being scammed.

J. T., Manchester.

When you open an account, you need to hand over a birth certificate, bills, a passport and even a driving licence.

With all of this, the bank should know exactly where the stolen money has gone. Shouldn't it just be a case of following the trail? If not, the system is at fault and the bank should be held liable.

S. S., London.

I opened accounts for my grandchildren with National Savings & Investments and put a few pounds away for them over a number of years.

Due to a major family break-up, I have been refused access to the children and they have left the country. I contacted NS&I explaining the situation and was advised to fill in forms indicating details of the guardian (which I am not) and the parents (with whom I no longer have contact).

I have now been advised that I can't close these accounts unless I provide this information, which is impossible.

Mrs M. K., Essex.

What a sad case and I'm afraid I have further bad news, because I can't see any way to retrieve the money.

I contacted NS&I, which says its terms and conditions state that once a grandparent has provided a guardian for an account then that person will have overall responsibility until the child reaches 16.

This means you will not be able to close the account or retrieve any funds you have put into it.

In the case of children's bonds, all correspondence relating to the bond, including the investment record and anniversary statements, will be sent to the nominated parent or guardian.

I suggest you keep records of these accounts because one day, when they are grown up and can make their own decisions, your grandchildren may decide to seek you out.

You will then be able to present them with a gift to show that, while you may have been separated, they were still very much in your thoughts.

STRAIGHT TO THE POINT

My niece is a British citizen who is studying in the U.S. for the equivalent of A-levels.

She wishes to study pharmacy at a UK university this autumn. Would she pay tuition fees as an overseas or local student?

S. P., Wembley, N.W. London.

Your niece must have lived in the UK for the three years prior to the start of her course to qualify for the lower rate paid by local university students.

But there are exceptions for students who have been away from the UK temporarily or who have been working abroad, so speak to Student Finance England: 0300 100 0607.

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I need to tell HMRC I am receiving a carer's allowance, but every time I try to call I'm put in a queue.

After 20 minutes, the battery on my phone goes dead. I don't have a computer. Could you publish the address to write to?

V. C., Gateshead, Tyne & Wear.

Write to Pay As You Earn and Self- Assessment, HM Revenue & Customs, BX9 1AS. If you do want to try calling again, the number is: 0300 200 3300.

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I own a bottle of wine I believe is quite valuable. Where can I sell it?

M. D., via email.

Many wine merchants buy or sell on your behalf, but the rarest bottles often fetch more through auction houses such as Sotheby's and Christie's.

You could also try cavex.co.uk and winebourse.com, which are like posh eBays for wine lovers.

Check the costs carefully and get several valuations.

Your chance of getting a good price will usually depend on the bottle being in pristine condition and having been kept properly in storage.

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A gardener did some unsatisfactory work for me and charged a fortune. I disputed the cost and he is taking me to court. I'm 84 and am living on a small pension — where can I turn for help?

M. S., Pembrokeshire.

Solicitors For The Elderly (0844 567 6173) can point out a good lawyer. Citizens Advice (03454 04 05 06) runs local law centres that offer free legal advice. Or call the Law Centres Network: 020 3637 1330.

On July 16 last year, I received a message from Amazon saying there had been a request for a password change on my account.

It said to ignore the message if the request was not from me, so I ignored it.

I then received notification of 26 transactions amounting to £1,100 in total. I tried to log in to my account, but was forced to change the password.

There was no record of the sales on my account, but 26 transactions had been made using my Lloyds credit card.

The fraud has been sorted out, but I still can't use my Amazon account because a message keeps telling me I owe money.

Mrs S. W., Southampton.

Amazon tells me your account was closed when you reported the fraud. And it turns out you've been a victim of a computer system that's too clever by half.

When you opened your new account, Amazon's systems recognised you were the same person and linked the accounts. So once again you found yourself locked out.

What isn't clear is why it took so long to sort out what should have been a simple issue.

However, Amazon contacted you within an hour of my raising the complaint and your account is finally up and running.